HELP FILE

What is included in GoTo's Contact Center plans?

    We offer the feature rich Complete plan with robust analytics and the ability to act on what you see as well as the simpler Core plan that has everything you need to effectively communicate with your customers wherever they are.

    Feature Core Complete
    Call Queues
    • Auto Queue Callback
    • Intelligent Call Routing with Skill Assignment
    Chat Queues
    • Webchat channel
    • Facebook Messenger channel
    • Instagram channel
    • Pre-recorded Audio Messages
     
    • Pre-saved Text Messages
     
    • Tag Management
     
    • Flip to Call
     
    • Flip to Meeting
     
    Campaigns  
    Agent Dashboard
    • Single button to manage status in all queues simultaneously
    • Ability to manage status by individual queue card
    • See queue information such as which queue the call is coming from, the wait time of that caller, and the Caller ID
     
    • Ability to log in to unassigned queues
     
    Supervisor Dashboard
    • Ability to drill down into queue details
     
    • Ability to manage agent status in queues
     
    • Manage campaigns
     
    • Actions list of tools to monitor agents, manage their status, end wrap up time early, etc.
     
    Reports
    • Queue Caller
    Limited
    • Agent Performance
     
    • Resolved Conversations
     
    • Exports
    Customizable pause reasons
    Wallboards  
    Single view for setup